Optical Lab Customer Service Representative Tier I

ABB OPTICAL GROUP; Auburn Hills (MI); Presencial; USD 25.000 - 28.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision insurance

Life and group life insurance

Voluntary supplemental life insurance

Supplemental health benefits

Short- and long-term disability

Paid family leave

401(k) plan

Paid vacation and sick time

Paid holidays

Birthday PTO

Descripción de la vacante

ABB Optical Group is seeking a Lab Tier I Customer Service Representative to support our Lab customers in a manufacturing environment. You will enter orders, review history, and coordinate with sales and lab staff to meet customer needs.

The role emphasizes first-call resolution, professional communication, and proactive customer engagement, with a focus on accuracy and timely responses in a call-center setting.

Formación

• Optical lab or retail experience is required.
• Proficient with MS Office applications (Excel, Word, Adobe).
• Able to answer inbound calls and respond to emails.
• Able to make outbound calls including Frame-To-Come and delayed job calls.
• Execute and resolve credit searches, shipping/tracking requests, vision web validation, and related tasks.
• Adapt to changing demands and maintain professional communications.
• Strong written and verbal communication; resolve customer conflicts tactfully.
• Multitask across multiple systems while performing duties.

Responsabilidades

• Enter orders, redo’s and support order inquiries in the order entry system.
• Review and verify patient order history with customers.
• Communicate with sales and lab representatives to meet customer needs.
• Resolve customer concerns and provide total care for key accounts.
• Achieve first call resolution for customer inquiries.
• Perform outbound calls for delayed jobs and open frame-to-come orders.
• Provide shipping, tracking support and issue resolution.
• Answer inbound calls in a call center environment.
• Locate customer trays on the production floor and coordinate with Lab staff.
• Handle and allocate frames, lenses, and samples to trays; mediate as needed.
• Maintain in-depth knowledge of products relative to customer needs.

Conocimientos

Optical experience

Phone & email handling

MS Office

Customer service skills

Credit search & shipping/tracking

Problem resolution

Communication skills

Multitasking across systems

Educación

High school diploma or equivalent

Herramientas

MS Office Suite

Vision web validation tools

Descripción del empleo

Company Description

ABB Optical Group is a leading provider of optical products, services, and business solutions in the eye care industry. The company operates through three core business pillars: ABB Contact Lens, ABB Labs, and ABB Business Solutions, offering comprehensive support to eye care practices. ABB is committed to helping eye care professionals succeed by improving practice efficiency and supporting providers as they navigate changing market conditions. Team members join an organization focused on innovation, collaboration, and the long-term success of its customers. More information about ABB Optical Group and its services is available at abboptical.com.

JOB RESPONSIBILITIES

Reporting directly to the Customer Service Manager, the Lab Tier I Customer Service Representative provides total support to our Lab customers.This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.

Essential Responsibilities includes the following.Other duties and special projects may be assigned.

• Enter orders, redo’s and support order inquiries in the order entry system.
• Partners with the customer to review and verify patient order history.
• Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
• Listen to and resolve customer’s concerns about products and services. Provides total customer care for key and strategic accounts
• Achieve a first call resolution to all customer concerns and inquiries
• Provides moderate problem resolution
• Makes outbound calls for delayed jobs and open frame- to-come orders
• Provides shipping, tracking support and resolution
• Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention and increasing business
• Locates customer trays on the production floor; communicates with Lab personal to execute requests from the customer
• Handles and allocates frames, lenses, and samples to trays in production. Retrieves trays for consult with the customer. Mediates with the customer and lab personnel
• In-depth knowledge of all products relative to customer’s needs
• Provide individualized customer service with high quality and professional standards
• Meet or exceed all key performance metrics set by the department
• Report inconsistencies and inefficiencies, and escalation issues to the Resolution team and management
• Actively participate in team discussions; provide feedback to improve the work environment
• Exhibits effective communication skills and is empowered to make decisions for the customer
• Proactively engages the customer and creates an authentic, positive, and memorable customer experience

Supervisory Responsibilities:None

QUALIFICATIONS:

Required Qualifications and Skills

• High school diploma or equivalent
• Optical experience required (lab or retail)
• Requires proficiency with MS office applications (Excel, Word, Adobe)
• Able to answer inbound phone calls and respond to emails
• Able to make outbound calls including Frame-To-Come and delayed job calls
• Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
• Ability to adapt to change and unexpected demands of the business
• Excellent written and oral communication skills with the ability to convey information clearly and effectively
• Ability to resolve customer conflict issues in a tactful and professional manner
• Ability to multi-task and utilize multiple systems while performing on the job

Desired Qualifications

2+ years of customer service experience preferred

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands for Lab Customer Service Representative Tier I M-F 8:30am-5:30pm ger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment and the noise is usually moderate.

For U.S. Candidates

Compensation Range

The anticipated base salary range for this position is between $18.00- $20.00 Hourly. This represents the good-faith estimate of the compensation range at the time of posting.

Actual pay will be based on job-related factors, which may include:

• Geographic location
• Education and qualifications
• Job-related skills
• Internal equity considerations
• Applicable minimum wage laws

This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.

Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include:

• Medical, dental, and vision insurance
• Life and group life insurance
• Voluntary supplemental life insurance
• Supplemental health benefits (critical illness, hospital, accident)
• Short- and long-term disability
• Paid family leave (where applicable by state law)
• 401(k) plan

Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):

• Paid vacation and/or sick time
• Paid holidays
• Birthday PTO

(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)

Accessibility and Accommodations

Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.

To request an accommodation, please email [e-mail] and include your name and contact information so we can follow up promptly.

Equal Opportunity Employer

ABB Optical is an Affermative Action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability.

International Candidates

• The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market.